Exam 11: Handling Difficult Conversations, Conflict, and Negotiation

___ during a dialogue means that everyone must be willing to say what is really on their minds about the subject.

___ during a robust dialogue means asking questions to deepen one's understanding about what something means.

Claudia is a manager at an architectural firm. She just gave an important project to a new employee, Justin. An experienced employee, Ayman, is mad that she didn't give him the assignment. She did this because Ayman had previously complained about extra work. What should Claudia have done differently?

How can you measure your success of delivering bad news?

What is the difference between robust dialogue and typical group decision making?

When you anticipate you will be engaging in a difficult conversation, the first thing you should do is prepare your argument.

Explain the two routes a conversation can take when there is a lack of understanding or disagreement.

A dialogue's focus is on ____.

The next best option is called ____.

____ refers to interpersonal incompatibility that creates tension and personal animosity among people.

Let's say you are negotiating for a new car. You do not know the dealer personally and will probably never talk to him again after the sale. What approach to the negotiation should you have?

Malik is frustrated because his new shift supervisor, Hannah, has ignored his requests and scheduled him to work on Tuesday evening when he has a biology class. When he tries to discuss it with Hannah, she barks at him, "I don't care about your classes. I need someone to work that night, and you're it!" Hannah's style could best be described as:

It is always better to concentrate on you and the other party's ____.

Explain the five interpersonal conflict handling styles with regards to cooperativeness and assertiveness. Give a situation where each one should be used.

____ refers to disagreements among people about the goals to be achieved or the tasks to be performed.

When negotiating you should look for standards that may apply. For example, when buying a car you should look at the Kelly Blue Book.

Indeed, during meetings people may express ____ so they fit in and gain approval.

____ explains the inability of groups to manage differences and achieve genuine agreement.

What is the number one way to achieve a successful negotiation?

If you're having a difficult conversation, when is it possible to come to a solution?